Simplify Call Center Operations: Best Practices for Reducing Average Handle Time (AHT)

Average Handle Time is a performance metric used in Call centers to measure the average amount of time spent on customer service to resolve the customer query.

This time can include real-time conversations, hold times, transfer times, required follow-up times, etc. It also refers to service customer calls where customers may contact businesses for different reasons.

It is important to reduce AHT to determine the agent's performance, improve customer satisfaction, enhance overall customer service quality, and cut down on operational costs invested by the businesses.

As we have discussed above, AHT corresponds to customer calls. The formula to calculate the Average Handle Time is the total handling time divided by the total number of calls. The total handling time can be talk time, hold time, after-call working time, etc. This AHT can also be evaluated per agent, per department, or the entire team

Average Handle Time (AHT)= (Total Talk Time+ Total Hold Time+ After Call Work)/ Total number of calls.

• Talk time refers to the time spent by the call center agent when speaking with the customers.

• Hold time refers to the time a customer spends on hold during the call, which can also include the transfer time.

• After-call work refers to the time spent by the agent on follow-up tasks after completing the calls, such as taking notes, updating the CRM records, logging the call outcome, scheduling follow-ups, etc.

AHT is a significant performance metric for call centers to focus on. With this indicator, businesses can efficiently handle customer queries and maintain improved customer service to retain existing customers and attract new customers.

High AHTs can be termed an inefficient call-routing strategy or result from poorly trained agents. By concentrating on AHT, call centers can work on the customer service processes and determine the areas that need improvement. Based on this, businesses can also arrange for training sessions if required.

In order to reduce AHT and follow effective customer interaction, here are the significant tips and practices to be followed:

It is crucial that you don’t frustrate your customers. By implementing an exceptional IVR system, businesses can reduce the Average Handle Time (AHT) and enable customers to get responses without the need to speak to agents.

call recording and call monitoring are a few advanced features that can enhance business phone systems for call centers. Most call centers already have this functionality; with this feature, businesses can keep track of those recordings to monitor agents' performance and explore customer needs. Similarly, the call monitoring feature will also help you track performance.

By regularly monitoring agent calls with customers, businesses and the supervisor can identify areas for improvement and arrange training sessions when needed. Highly knowledgeable agents can quickly respond to customer queries without maintaining a lengthy AHT. Businesses can also understand customer feedback, which helps to minimize AHT duration.

It is significant to train the agents with the required scripts, which contain sufficient information to respond to customer queries. With well-structured scripts, agents can respond faster and provide effective answers without a lengthy AHT. However, agents should also be trained to work off the script and offer personalized options to the customer for enhanced experience.

To reduce AHT, businesses can introduce self-service options that address the most common and general customer queries. A comprehensive knowledge base can also help agents resolve queries better and can be useful for freshers who need to be trained.

Let us explore various benefits of Average Handle Time in the Call Center for businesses

Customers contact businesses to resolve their queries. This can be their last chance to try something after multiple efforts. Hence, by getting a clear response that can work on their query, customers may feel delighted and can enhance their experience.

With reduced AHT in call centers, businesses can improve contact center performance. Moreover, it can also drive the agent’s performance. When the agent and customer spend less time on the call, we can mean that the query is resolved.

By lowering AHT, your call center can handle a greater volume of calls. With data analytics and agent performance, you can explore areas for improvement that can further reduce AHT. This can also provide agents with efficient call handling.

AHT can be an excellent solution that can rule out challenges in the call center industry. Businesses which are looking to improve their work operations and enhance customer satisfaction can consider to reduce AHT that can make the process more feasible.

By effectively managing AHT, you can foster happier customers and improve agent retention—both of which are key drivers of call center success and growth. Taking into account the strategies mentioned above, you can significantly reduce AHT, allowing you to focus on other areas of optimization and continuous improvement for your call center.